Service Desk Support Agent Manchester, England
Job description
About Us
Recently securing ~£100 million of funding from global investors, Connex One has been voted one of the top 15 fastest growing tech companies outside of London. Connex One is a market leading “Omnichannel” provider, providing powerful in-house AI technology to intelligently transcribe and assess calls, with an ever expanding platform of communication channels, including Email, Livechat, Whatsapp, SMS and Facebook.
Established in 2013 Connex One is now present in 5 continents, with a global headcount of over 300 employees, based between our offices in Manchester, Durban (South Africa), Miami (USA), Melbourne (Australia) and Barcelona.
You will be based in our newly renovated office in Spinningfields, Manchester, with everything you need on our doorstep.
We are currently recruiting for numerous 1st Line Support Engineers and would love to hear from any enthusiastic individuals who want to further their career within a well-established and fast paced business.
Job Overview
As a 1st Line Customer Support engineer, you will be responsible for maintaining the ConnexOne system, providing troubleshooting support to Customers. You will use ticket based helpdesk software to report, manage, and track customer issues from submission to resolution, providing testing and escalation notes where relevant.
At ConnexOne we value internal career progression. We offer a clear Training and Development plan, which will allow you to grow within the company and move into our more senior support roles.
In this role you will be supporting our international client base from our Head Office Support Hub, which operates on a 24/7 basis. You will be supporting on a combination shift pattern of 8 hour day or night shifts.
Principles and Goal
Everyone within our Connex One Support team thrives to meet our core values, to enable us to deliver on our goal of providing the best Support in the industry.
Connex One Support Values:
- Delivering On Our Promises
- Drive Customer Success
- Prioritise Effectively
- Search Out Repeat Issues
- Fix Root Cause
- Experts In What We Do
- Professional At All Times
- Deliver Quality Every Time
Duties and Responsibilities
- Provide technical support; answering support queries from clients via multiple channels, phone, email, live chat or support portal.
- To maintain a high degree of customer service for all support queries, inline with our Core values and Goals.
- To take ownership of user problems and be proactive when dealing with clients issues.
- Keep the client up to speed on progress with regular feedback on tickets.
- To log all tickets accurately and with enough detail to allow others to follow on the ticket actions.
- To assist customers in developing their knowledge in the use of the use of Connex systems by providing training, advice and sharing KBAs
Skills / Attributes
Previous experience in customer support is not necessary. Full training will be provided. We are looking for individuals with the below qualities:
- Excellent telephone manner and communication skills.
- Enthusiasm to learn and potential to grow with the company.
- Troubleshooting skills to identify root cause of issues.
- The right attitude to do the right thing for our clients.
Benefits
- 26 Holiday days to start (plus UK public holidays)
- Employer Pension Contribution
- Positive working environment in contemporary offices centrally located in Manchester
- Family friendly policies
- Can-do culture and rapid growth
- Promotion of professional development
Job Type: Full-time
Salary: £20,000.00 per year
Schedule:
- Day shift
- Night shift
Ability to commute/relocate:
- Manchester, M3 3GY: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Will you now or in the future require sponsorship for employment visa status?
Work authorisation:
- United Kingdom (required)
Work Location: In person
Reference ID: CX1 1st Line
